For some of the incident records, it show's "No Activity"

[AmenaA]

For some of the incident records, it show's "No Activity"

While for other records it show's, tried access analyzer, script tracer & debugger, nothing seem to came out of it.

Why is this happening? and, fix to this?

Would appreciate anything on this.

Thanks!

[Community Alums]

I removed the work note field from the selected bucket in the filter, and it displayed the journal fields. I traced the issue back to the template used for the incident. Please try that and let me know if it works for you.

[sangeethah]

Thank you for your prompt response. This resolves our issue. However, since we need the work notes to appear in the audit history, we've raised a case with ServiceNow for further investigation.

[Community Alums]

Please share the response when you have it.

[miguelfestejo]

This might be related to the known issue where there is a comment or work note that is only a blank space ' ' which breaks the Activity history (In Yokohama release, if Empty values sent to "work_notes" field, it's destroying Activities Formatte...). Yokohama Patch 5 fixes the issue and https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB052037 is the KBA workaround I followed to delete the blank comment/work note and rebuilt the History Set which fixed it while waiting for the Patch 5 update. Hope this helps.

[sangeethah]

Thanks for sharing. This is the same workaround provided by ServiceNow as well.